Customer Service Associate - Leddy Arena

About the role

This position is responsible for the coordination of facility operations via engagement of arena patrons, staff and the public, providing customer service for the Parks, Recreation and Waterfront Department. The incumbent exercises independent judgment in coordinating daily arena operations, oversees reception, facility financial and administrative services at Leddy Park Arena, supports internal staff and the Waterfront Division, and serves as the department’s CivicRec software specialist.

Union Affiliation: American Federation of State County and Municipal Employees (AFSCME).

Pay

Pay Grade 14: $28.08 – $31.28 Hourly.

Essential Job Functions

• Collect, enter and maintain data in multiple systems according to City protocol, including recreation facility reservations, program registration information, customer demographics, reports, payment details, reservation needs and special accommodations.
• Maintain program registration database, cancel and update programs and registrations, process refunds and program change requests.
• Respond to public inquiries, reservation requests and complaints regarding Parks, Recreation and Waterfront services in a professional, timely and friendly manner.
• Refer more complex questions, complaints and concerns to the supervisor or appropriate personnel.
• Serve as department point person and administrator for CivicRec reservation software, handling system configuration, troubleshooting, reporting, staff training, workflow implementation, and coordination with vendors and IT support.
• Communicate directly with patrons and the public via phone, email and in‑person about department programs and initiatives, and educate them on department processes.
• Communicate directly with staff, volunteers, community partners and the public as required.
• Provide administrative support to Urban Park Ranger program staff.
• Receive and process payments for all programs (cash, checks, credit cards, etc.).
• Reconcile and report payment information to the Clerk/Treasurer’s Office through appropriate software for assigned program areas.
• Administer and bill accounts receivable for reservations.
• Administer and deliver arena invoices to accounts payable and generate purchase orders as needed.
• Coordinate with arena patron groups to provide adequate ice reservations, maintaining relationships and balancing user needs in accordance with arena policy.
• Work with management to ensure staffing coverage and operational continuity for arena programming, events and public operations.
• Maintain effective, professional, and positive working relationships with all users of the facility.
• Manage the facility schedule.
• Generate and maintain a seasonal employee staffing schedule to ensure appropriate coverage for arena activities and events.
• Indirectly supervise seasonal arena staff, supporting recruitment, onboarding, training, scheduling and operational direction.
• Provide individual ice schedules for arena customers.
• Prepare fiscal‑year‑end reports for the Clerk/Treasurer’s Office documenting prepaid revenues, Pro Shop inventory and other required reports.
• Enter service requests into VUEWorks as requested by department staff and members of the public.
• Carry out troubleshooting for all office equipment, including computers, or contact vendors for timely repairs.
• Maintain office and postage‑supply inventory and ensure appropriate levels are on hand.
• Receive, sort and distribute all incoming arena mail to appropriate personnel.
• Provide administrative support to Parks, Recreation and Waterfront staff as directed (document processing, filing, notifying the public of venue changes, etc.).
• Act as liaison for program participants, skating instructors and arena staff.
• Receive and enter all Pro Shop inventories into the point‑of‑sale program, stock and display inventory.
• Oversee acquisition and maintenance of rental‑equipment inventory.
• Perform point‑of‑sale transactions using a computerized cash register.
• Coordinate with patrons and arena maintenance staff to facilitate preparation and execution of special events.
• Attend staff and department meetings.
• Facilitate communication between departments and teams as it relates to arena operations and coordination.
• Manage the arena cashbox and cash register, ensuring accurate deposits and proper seasonal‑employee cash‑handling practices.

Non‑Essential Job Functions

• Performs other duties as required.

Qualifications / Basic Job Requirements

• Ability to actively support City diversity, equity, and cultural competency efforts and work effectively across diverse cultures and constituencies.
• Demonstrated commitment to diversity, equity and inclusion as evidenced by ongoing trainings and professional development.
• High school diploma or equivalent and two (2) years of experience in an administrative environment with an emphasis on customer service.
• One or more years in Parks and Recreation field preferred.
• Knowledge of ice‑skating facilities operations preferred.
• Ability to work independently and as part of a customer‑service team in a fast‑paced, complex, detail‑oriented office environment with many repetitive tasks and deadlines.
• Ability to handle multiple tasks simultaneously, work under pressure and adhere to schedules.
• Ability to interact professionally and respectfully with co‑workers, members of the public and elected officials, in person, by telephone and through email.
• Must provide customers with prompt, professional and courteous service.
• Must be able to operate standard and computerized office equipment.
• Must be able to occasionally work overtime, nights and weekends.
• Ability to work in an outside environment in all weather conditions.